Global Quest Consulting Group

On-site – Pasig

Responsibilities

• Actively enforces the operation’s goal, policies and procedures.
• Implements standards in the company training and development, supports agents, handles escalations, monitors the contact center performance and works in conjunction with administration.
• Monitors a team of Customer Helpdesk associates.
• Provides floor support, coaching and feedback to agents.
• Handles irate customers and escalates their concerns.
• Ensures prompt escalation to business units pertaining to the complaint/request of customer.
• Disseminates information to all agents to ensure correct updates to the customers.
• Works closely with the Workforce team to monitor all issues of agents in terms of attendance.
• Prepares and discusses monthly PMS of agents.
• Ensures that the team hits the passing/target metrics.
• Issues Notice to ...